JCPenney — Local services in Mesquite

JC Penney has really changed and it is not a good change.

I purchased a Bulova watch from JC Penney at Town East Mall in Mesquite, TX in January, 2015. At the time, I purchased an extended warranty for a very nominal fee. One of the benefits of the warranty was that I could bring my watch in and they would replace batteries for me. The warranty expired in January, 2017; however, since I did not know of any other place to take the watch for a battery change, I took it in to the Mesquite, TX store on December 7, 2017. I fully expected to pay for the new battery.

I waited for a few minutes as there were only two associates working in the jewelry area and it is Christmas shopping season. One of the two associates approached and asked if I needed assistance. I showed her my watch and told her that I wanted to purchase a battery and have it installed. She immediately informed me that she could not provide this service, but that the other associate could. She then proceeded to tell the other associate that she was going to lunch and she left. There were customers (other than me) still waiting for assistance.

The second associate wrapped up the sale with her customer and asked to see my watch. She then informed me that she could not change the battery. While I was waiting, I saw the associates sell those warranties to other customers. The associates told the other customers that batteries and installation of batteries were covered under these warranties. I asked the associate why they were selling warranties and telling customers that batteries could be replaced and installed under the warranty. She advised that there were some associates in the store who could change the watch battery, but she did not know how to do it.

I asked to speak with the store manager. The associate did page the store manager, but he never bothered to come to the jewelry department. After I left the store, I contacted JC Penney’s Corporate Office and told them about the poor customer service experience. The Customer Service associate was very apologetic and said that he would ask the store manager to contact me regarding my experience; however, the store manager, again, failed to respond.

I would suggest that consumer’s take their business elsewhere. I truly believe that the bad customer service is a part of JC Penney’s financial woes and my guess is that Penney’s will cease to exist in the not too distant future.

12/09/17 -- Update -- The District Manager for this store contacted me via phone and apologized for the unfortunate experience. He promised to address the issues with the...

I visited this store on a Saturday afternoon and while the aisles weren't crowded, the cashier lines were! The only employees I found were at the register. The register was very near the door and although there was a line, I walked up to the side and asked a cashier where the baby items were. She seemed to be shadowing the person next to her so she was able to give me her attention and shot her arm in the direction saying, 'straight down the hall'. They had a large selection of baby clothes and many were on sale. I haven't shopped for a baby shower in a while, so I just grabbed the obvious - burp towels, blanket, bath towels and a few onesies. Yes, the stores these days are void of any salesclerks. Any wonder when so many people shop online now? But the stores could come up with a way to assist us. I'm the type of shopper that will walk out empty-handed, rather than walk around searching for something they may not even carry. As a matter of fact, I came to Penney's because I checked online to find who around me carried Minnie Mouse, as that was the baby shower theme. Penney's showed a few items that are 'in stock', but when I was searching the baby area, I didn't find them and had to choose something else. I'm sure they can come up with a button for us to push for assistance - and the person who answers can help from a remote location! My checkout was quick and when I asked about a gift bag, the cashier told me they don't carry them anymore but gave me directions to a dollar store (ugh) so I could grab a gift bag. She was friendly and didn't rush me. Offered me a nice discount if I opened a credit card account! I do shop online, but for those important buys, there's nothing like seeing it in person. I'll...

I just left JCPenney with disappointment and thoughts of not returning. I had to make a return and went to the return section. The lady behind the counter directed me to the Salon to make the return since I was returning an unopened bottle of shampoo and conditioner. I went upstairs to the salon and the person at the counter called for management and kindly told me that she couldn’t do the return and a manager had to complete the refund. She paged a manager and after 10 minutes of me waiting the person behind the counter told me to have a seat in their waiting area because the manager was going to take longer. I then waited another 10 minutes and asked the lady at the counter if she knew if the manager was coming. She told me that the manager takes a long time and for me to come back later. Since I went there during my lunch I didn’t have the leisure of going back or waiting much longer. JCPenney is one of my favorite department stores but as of today that changed. I will not shop here anymore. This was very disappointing. Not once did I get irate with any of the two ladies who were behind the counter however, I left displeased and I will not be...